Erin Tate
Carlisle,PA
Summary
Energetically advanced customer satisfaction at PHEAA, mastering complaint resolution and leveraging Microsoft Excel to analyze and solve complex issues. Known for exceptional customer service and critical thinking, I adeptly handled intricate account matters, significantly enhancing client relationships through personalized support and efficient problem-solving.
Overview
10
10
years of professional experience
5
5
Certification
Work History
Commercial Loan Counselor/CSR I & II
PHEAA
Harrisburg, PA
08.2014 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Excelled in analysis and resolving challenges.
- Handled incoming calls addressing intricate account matters.
- Deliver top-notch customer service by attentively addressing caller needs.
- Utilized probing techniques to gauge customers' perspectives, behaviors, and motivations.
- Compiled and prepared information required to process adjustments to loans.
- Supplied accurate information on standard inquiries about AES/PHEAA services and products.
- Addressed inquiries related to Military Benefits.
- Demonstrated empathy toward customers' concerns and provided solutions.
- Handle intricate Income Driven Repayment applications.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Certification - Office Systems Technology
Computer Learning Network
Camp Hill, Pennsylvania06.1996
High School Diploma -
Cumberland Valley High School
Mechanicsburg, PA06-1989
Skills
- Complaint resolution
- Account updating
- Problem resolution
- Clerical support
- Decision-making
- Customer service
- Email management
- Microsoft Excel
- Professional telephone demeanor
- Critical thinking
- Call center experience
References
Available Upon Request.
Customerserviceskills
- Experience in organizing and arranging data for complex payment issues and submitting payment adjustments giving the customer resolution
- Provide timely and accurate responses to customer service team employees and peers regarding account research and problem solving
- Extensive experience in Customer Service, an independent self-starter
- Customer relationships - listen attentively, solve problems, and use tact and diplomacy to find common ground and achieve win-win outcomes
- Proficient in MS Office Suite Word, Excel, PowerPoint, and Outlook
Accomplishments
- Triple Crown Achievement~ in AES Contact Center
- High Achiever~ In recognition of earning 100% Phone (Technical) Quality
- High Achiever~ Customer Feedback Recognized for compliments for excellent customer service
- High Achiever~ In recognition of achieving Processing QA Score of 100%
Certification
- Student Loan Counselor Certification, PHEAA - 2014
- Self-Development Series: MENTAL FITNESS - 08/21/2018
- SERVE Apprentice
- SERVE Explorer
- SERVE Advocate
- SERVE Master
Timeline
Commercial Loan Counselor/CSR I & II
PHEAA
08.2014 - Current
- SERVE Apprentice
- SERVE Explorer
- SERVE Advocate
- SERVE Master
Certification - Office Systems Technology
Computer Learning Network
High School Diploma -
Cumberland Valley High School
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